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Senior Director, Customer Success, Digital Workflow Solutions Req ID: 48359 Job Category: Customer Operations/Customer Support Location: Mentor, OH, US, 44061 Workplace Type: Remote At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. Position Summary The Senior Director, Digital Workflow Solutions, Customer Success will lead global, Customer-facing teams focused on preserving recurring revenue and providing comprehensive Customer support. This role involves identifying and maintaining relationships with key Customers, professionals, and internal/external partners to enhance Customer expertise and collaboration within the SPM and Workflow Solutions functions. The individual will manage remote teams, offering subject matter leadership, strategic direction, and operational discipline to continually advance Customer usage and reliance on STERIS Workflow Software Products. Additionally, the incumbent will work closely with senior leadership to identify opportunities for revenue growth, foster collaboration with other Healthcare business units, and drive impactful changes across the Healthcare sector. *This position is fully remote. Qualified candidates must be located in the continental U.S. The position requires 25%-50% domestic and international travel to hospitals. What You'll do as a Sr. Director, Workflow Solutions Customer Success * Train, outfit and lead NA, EMEA, LATAM and APAC Client Services and Global Tech Support teams to ensure product utilization, system proficiency, adoption of new features and continued investment in new, additional products and services. * Work directly with Customers to drive continuous improvement and reliance on all of STERIS. * Establish, reinforce, and maintain a culture of continuous improvement and define and execute lean initiatives. * Coach, develop, lead, and guide a team towards optimal performance while driving accountability for achieving goals and commitments in all regions accounting for all cultures. * Collaborate with cross-functional leadership to sustainably scale the business, provide business and commercial insights into best practices, provide strategic advice, and to prepare and fully operationalize installed Workflow Solutions products. * Establish and maintain capacity levels required for backlog management, on-time delivery, and financial performance with respect to revenue expectations and expense management. * Ensure sufficient levels of cross-training amongst team members to maintain the flexibility across teams to sufficiently support one another during periods of peak demand which may exceed capacity. * Delivery of products consistent with proposals, contracts, statements of work, other applicable standards, and to the reasonable expectations of Customers. * Make needed adjustments to capacity based on backlog and forecast to ensure alignment with budget and P&L. * Actively drive people leading training and skills development necessary for the organization to support growth goals and other expectations. * Drive continuous improvement initiatives to reduce Customer complaints and drive efficiency and effectiveness in the delivery of project work. * Lead all aspects of Operational performance reporting against KPIs for Routine Management. * Ensure current and accurate project documentation in Salesforce and FinancialForce to ensure dashboard utility and required quantifiable performance measurement. The Experience, Skills and Abilities Needed Required: * Bachelor's degree required * 15+ years of Vendor and / or Provider experience, preferably relat